Customer Support for Biotechnology - Helprace
Improving biotechnology customer support one case at a time
Whether you're a multinational corporation or a small laboratory, your customers depend on a high level of technical knowledge and accountability from your support agents. The main reason for this is the medical industry is in a constant state of disarray at it encompasses various different research topics that require the input of multidisciplinary teams and individuals.
With biotechnology being ingrained with huge pharmaceutical powerhouses, it becomes difficult to maintain quality across the board. Helprace takes the worry out of support by being hosted in the cloud, so there's no need to think about maintenance, upgrading or scaling your company. This offers you the type of reliability and dependability you expect out of software in the biotechnology industry. All data can be exported and backed up, including updates, knowledge base articles and all possible feedback topics.
Interestingly, over the last decade the biotech business has been in a confusing state. There are lots of tensions between the business environment and the expectations of biotech companies. Long-term engagement is something most biotechnology customer support lacks, focusing instead on short-term results. With Helprace biotechnology customer support software you can start deepening your business relationships like never before.
Biotechnology customer support is not like other high-tech support
Those in biotechnology and other health-related fields understand the importance of providing quality one-on-one support in record time. That's why Helprace makes it easy for agents to collaborate with each other using private notes, assignment capability and tags. The tickets take care of themselves behind the scenes with triggers and service level agreements. This way, agents to spend less time organizing the help desk and more time getting the answers customers need.
The difference between biotech and other high-tech industries is that high-techs focus on monetization of intellectual property, whereas biotechs should focus on more engagement through their business relationships. Biotechnology customer support software from Helprace provides everyone a forum for discussion with a guided feedback mechanism to post ideas, questions, problems and comments.
Smaller companies are starting to adopt this, too. They are able to dominate in their markets because of their expertise and service and not because of intellectual property.
How Helprace delivers biotechnology customer support
No matter what your research topic is and its participants, you may notice that the field as a whole may be moving beyond protecting intellectual property. As such, customer service takes center stage as the most important component of biotechnology firms. For example, if you provide a service to ensure organizational stability of your clients, then establishing and keeping long-term customer relationships will be important.
Biotechnology customer support from Helprace has the opportunity to reinvent your business relationships with biotechnology customer support software suite to meet all your needs. If you want to improve your biotechnology customer support, don’t hesitate to give Helprace a free try today!